Time Warner Cable Customer Service Complaints - page 4

I am so fed up with Time Warner Cable and their poor service. I am always having trouble with my internet and cable going out. Their service is so unreliable and unstable. The cable channels always pixelate or freeze up. Even the picture quality on the HD channels is not sharp. Ive called them about these problems, but nothing is ever fixed. Weather will even affect the service. Their tech support department told me weather wouldn't affect it. My wifi and internet are always going down and are extra slow during the evening hours. They seriously need to upgrade their services because they are outdated and never work right. Please fix these problems on Eight Mile Road near Woodruff Road in Cincinnati, Ohio.

On a scale of 1 to 10 for reliability, I would give Time Warner Cable a 0. I have had so many problems with my cable and internet over the last several months with them. My Internet speeds are always slow due to their congested and overloaded network. There are always a lot of outages with my cable. A lot of the channels pixelate and are not clear or sharp at all. The digital channels are way over compressed making motion scenes look blurred and not clear. They really need to upgrade their cable and internet services. Cincinnati Bell Fioptics have such a better picture and faster internet.

I called TWC for a problem for my TV service. When I asked for a technician to come by I was told that I would have to wait 3 days for service. I said that they are false advertising. Their commercials advertise they will be there in 24 hours or less. When I asked to speak to a supervisor I was told there wasn't one available. I believe this to be untrue. Even if one goes on break another supervisor should be available. I am also unhappy that my premium channel has dropped about 300 movies.

I have TWC for less than a month. I have called them a few time and everything went well. This one time I called to disable a router that they have provided, so it won't used any of my internet. Every time I called I only gave my address and it's was all good. This time I can't do that. So this time they asked for a name and so I did say the name and I even spell it out one by one. The agent even corrected me on the phone and I understand that he might have heard me wrong. After that he wasn't able to find the name, so I asked to speak to someone else. Then he raise his voice, telling me that he is the only one their. I would understand, if the company is small, but TWC is a big company and his is the only one working their.

TWC has told me that a cable modem I bought and paid for (sent them proof , it was bought from Amazon) in 2014 (I have only had their service since 10/2015) was theirs, and they charged me a monthly lease fee. They finally corrected their mistake and removed the modem from their "inventory system" showing they owned it. 5 months and a lot of frustrating hours later I got an email with the tone that they were doing me a favor, as though they gave me something. Even after providing amazon.com (not a 3rd party vendor) receipts, they said Amazon.com may have sold me a stolen modem. The customer is always wrong is the creedo. Too big to Care must be the rule of the year. Always was assured by the front line staff "it was taken care of" Octobre, November, December, January.

Just got off the phone as had slow internet connection and had a tech support guy and then a supervisor who were certainly not going to go out of their way to help with a slow connection. I'd had this slow connection happen about 5 weeks earlier and had a great support guy who did help. These two could have cared less as I wasn't using a TW router. I finally fixed the problem myself but this is the reason I don't have their TV and have had no problems with Direct TV which we put in after years of problems with TW. We are in an area where we have no choice but to use the internet connection with TW and as with the TV we're always having problems which they are not too ready to help with.

Ok, so you are supposedly making changes there at Time Warner Cable? Well, I don't care about your new one hour technician time slots or your hold music. You really need to fix and change more important things like your frequent cable and internet outages, poor and foreign customer service, rising prices for channels I don't want, poor HD and digital picture quality, give more a-la-cart channel options to your customers, and include all local Cincinnati channels on your lineup. Oh, and I'm tired of seeing the "Moore" family ugh!

Ive noticed Time Warner Cable's service getting worse and worse in recent months here in Southwest Ohio. There have been more outages and service disruptions with the cable and internet. They are very unreliable. Calling them does no good because the problems are never fixed right. The problems are on top of the pole and the service itself. My internet speeds are very disappointing and I never get the speed I am paying for. Cable picture quality is poor on the HD and digital channels. They are not sharp at all. I was lied to by them when they told me weather wouldn't affect my service. Well it does every time it rains or is windy out. Pathetic service and high prices are what you get with Time Warner.

Tine Warner Cable's service here in Cincinnati, Ohio is awful. There are always frequent outages even if the weather isn't bad. The picture quality is not sharp or clear, especially on the 720p channels and digital channels. They are way over compressed and motion scenes are blurred. They keep raising prices and never add any channels. Customer service is terrible and will not work with you on bundle packages. I do not recommend them at all.

Time Warner Cable has once again proved to me they deserve to be at the top of the list of our nation's worst customer service providers. When a power pole in front of my home was destroyed at 5 pm due an auto accident, I was without power and cable/internet service to my home. The cable/internet line was routed on this power pole. Duke Energy worked throughout the night time to install a new pole, a new transformer, and new power wiring to get my power back in service at 4 am. Two hours later at 6 am, I called Time Warner Cable to inquire about getting the internet/cable wiring repaired. I was informed they were aware of the outage, were working on it, and I should reset my modem.
Bravo to Duke Energy Customer Service. I was told by Time Warner Customer Service not expect the same level of customer service as the two companies are in different businesses. I was told time Warner Cable is in the entertainment business. I disagree.
I contacted Time Warner Cable daily for the next four days to inquire about the status of the repair of the cable from the pole to my home. Each time I was told to reset my modem and the repair was scheduled for the same or next day. I received multiple telephone calls confirming the appointments and instructing me of my obligations during the cable repair on the pole. Four days after the auto accident and my first contact with Time Warner Cable, my Time Warner Cable service was finally restored.
My prior experiences with Time Warner Cable customer service and repair have been similarly disappointing. After the initial installation of your service, requesting service because of an outage will require you to attempt to reset your modem. If you are unable to correct the problem by resetting your modem, you should prepare yourself for a long, frustrating ordeal to solve the problem. Expect a series of repair service appointments that fail for various reasons, numerous automated telephone calls for confirmation, reschedule, statements of your obligations, etc., and numerous other automated calls requesting performance evaluation of each individual you come in contact with. The Time Warner Cable customer service organization fails repeatedly and consistently to deliver on customer service.

TWC has the worst customer service ever! My daughter just opened up an account with them for TV and Internet. The package included One premium channel. She added to her package three more premium channels.She later called customer service to update from standard TV (which offers 20 channels) to preferred TV (which offers 200 channels). The customer service rep told her "No Problem" and quoted her an increase difference of $6.00 to her bill. That's Great!...The only problem was she claimed she was having difficulty making the changes. So she transferred her to another department. That is where things went very wrong!..The person she was not speaking with, was trying to UP-SELL her. He claimed that there was not record of the conversation in their computers and after one hour and half quoted her an additional $30.00/$50.00 increase difference. My daughter then asked to speak with a supervisor, at which time the TWC Rep tried to discourage her from speaking with a supervisor. She eventually was connected to a TWC Supervisor, which did her absolutely NO GOOD. He listed to her dilemma and offered NOTHING! NO APOLOGY, OR RESOLUTION. HORRIBLE AND SHAME ON YOU TIME WARNER CABLE. P.S. YOU ALSO HAVE A COMMERCIAL OFFERING FREE INSTALLATION ....MORE LIES...MY DAUGHTER WAS CHARGED A $40.00 INSTALLATION FEE!

I have had nothing but trouble from the cable quality in 2014-2015 and though it was noted by various technicians they could not find the problem. Finally I had to get the area manager involved. It seems that they got it finally solved after two years but the finally was that though my bills have been paid on time the computer system seems to think not. My DVR is keeping me from viewing my cable with an invalid bill due notice for days now. I finally contacted the corporate offices for resolution case #22851530 and was told that I would get a call which never happened. The last issue started when I initiated a bank draft but decided to go to the office and pay since I was already there. When I got home I stopped payment of the draft for December. I was not owing any prior money and my bank draft was re-initiated in January. Now I am getting harassing calls, e-mails and blocked cable service when I have paid my bill. I have been asked to got to my bank for statement,bring a copy of my cash receipt as proof but still no resolution. I have spent numerous hours trying to get this fixed. I feel that I am due some compensation when this trip to HELL is finally over.

I've been with Time Warner Cable for 13 years. Never had any problems. In November 2015 I needed a new DVR and they came right out and tech was very nice. Added internet in December 2015, again they came right out and tech was excellent. I had to move in January 2016 and set up an appointment so they could come out and disconnect and pick up my equipment. When the day came for them to do that, I waited thru the 2hour window gave them a call when they didn't show up. Was told that they were still at previous job site and to wait another 1/2 hour. So to make a long story short...I waited 2 1/2 hours past the time that they were to come and 4 phones calls into them with no response, no call back, nothing. I now have to take the time off work to drop off their equipment. Seems that they are eager to get you set up but don't give a crap about disconnecting you.

I have been a customer with Time Warner since 1996. Service has been good and they always stood by their promotion pkg rates. Well not anymore. I called on 12/08/15 to get a new pkg deal if they had any as mine was running out. The girl quoted me 124.81 and my parents pkg would be 130.75 for 12 months. She even said only pay these amounts. I get my bill and get a past due amount and a late fee for the amounts I did not pay and the bill did not reflect my new promotion rate. I called and spoke with customer solutions today 01/15/13 and she looked into it and could see where I was given these rates and she said the girl made a mistake and she should of never offered these rates. Time Warner will not stand by the rates as promised and I will be looking for another service provider. Very disappointed in how this was handled. I guess they do not care about customer loyalty.

Was trying to cancel my account because I found a cheaper and didn't need it anymore. It also didn't help that once a month my internet would go down because my modem was not associated to the room on base I was in. And every time I was told that TWC did not understand how military bases worked so I had to figure it out myself. I called and had to tell them there wasn't a phone number on my account but politely gave them the account number. Then was told to hold for a moment to look up the information. Then I was transferred to another rep who asked for the same information again, and I told them again that there was no phone number but I had the account number. Once I gave them it, I was transferred again, and again, and again. Sometimes to someone who did not even work with my problem. All in total I had to speak to 10 different reps, tell them my problem, tell them my account number, not a phone number, why I was canceling it, and wait. This just adds to the reason I hate TWC. They make you feel like just a number and just transfer you when they want. I wouldn't be surprised if they did it just to get out of working. I am done with TWC!!

All three customer service reps I reached had heavy accents; they are in Pakistan. I asked to surreal to American and was given an 800 number. TW should be deported or charged with treason. Sounds silly I know but I know lots of US citizens who need a job. TW is anti-American obviously.

Completely worst experience I've ever encounter with any type of company I can't believe they're still open as a company they truly have the worst customer service I still don't understand why people deal with Time Warner

I called Timewarner Sunday on MY CELLPHONE because we did not have telephone service. Earliest appointment they could do is for tomorrow Wednesday the 6th. The cell phones numbers for myself and husband were given to them for contacting us. But, the strangest thing tonight while watching tv it came across the screen that TWC was trying to reach us. DUH!!!!!! if you don't have phone service, and you know that, why would you call us. What is wrong with this picture...is it hard to understand that if you don't have service, you can't receive calls. This was a shocker to me of the mentality of twc employees. Just saying...strange. Interesting conversation to share with anyone thinking of using your services, and making me question why we are.

I have asked several times how to hook up my VCR with the digital adapter I have followed wiring diagram NG no help available

HOrrible horrible customer service. People working there are rude nasty not open to any agreement. HOrrible. I've taped them from my phone as proof.

They will tell you that you will receive $300 gift card and its a lie. The customer service is very bad, and they will simply pass you around. Do not get fooled by their fraud advertisement you get from TWC. For example,they will tell you you will have HBO and then you get your package and there is no HBO and you have to pay extra for the package, even though it was their mistake.

Today is my first day with TWC an I've had to call the support line. Although they couldn't fix my problem they also didn't call me back for a follow up survey they ask me to do before speaking with a rep, uuummmm wonder why lol. After many tries to restore service they came to the conclusion that the signal was down in my area, well all the other TV in the house have service an when I told him this he said"are you sure" then I got very discouraged in his ability to fix my problem an felt his response to the signal being down in my area was just to conclude our call. So since I did not receive a follow up call in 15 minutes concluding the support call to give them feed back, I thought I would make this post to say I'm not a satisfied customer an was not helped at all during my support help line call. Thanks anyways. You'll hear from me in the am, well in a few hours.

I have been having problems with this service for several months both TV and cable. We have been loyal customers of TWC for 20+ years and have always fulfilled our contractual obligations by paying for our service in a timely manner. However, TWC has failed in upholding its obligations to provide the services paid for in that there have been numerous service failures and it has become impossible to deal with them in both a timely and professional manner.
The latest issue originated on 12-18-15 with the cable service and the quality of the signal being received. On 12-19-15 the entire cable system was down in our home. We called to report the problem and it was unable to be resolved by phone. The TWC representative then informs us that we must wait days before a service call can be scheduled. It would be at least four days before the issue could be resolved. When we questioned this the lies began to flow.
First, we were told that this would be a back-up appointment and that they would schedule something sooner when they could. But when I talked to a supervisor I was told that this was not a back up appointment but the actual scheduled appointment.
When I questioned the supervisor about the poor and substandard services being provided and their inability to meet customer needs the phone call was suddenly dropped.
So I called back spoke to another representative explained that we had been cut off. At least that is my hope, I wouldn't think that a TWC supervisor would hang up on someone. I was told the supervisor was trying to call me back and was getting a busy signal. I informed the rep. I would hang up so I could take the call. I hung-up and I am still waiting on that supervisor to call back.
After waiting a reasonable amount of time I called back and was transferred to a Region Manager. This individual was both professional and polite but was unable to co-ordinate a timely service call during our conversation.
I expressed my concerns of TWC customer service practices. I suggested that either they are under staffed to handle the volume of calls they received which is a concern, or they have sub-standard equipment with a huge volume of failures another concern or a combination of the two. Whatever the issue none of these issues are favorable to the consumer.
Now I am expected to go days without the service that I paid for. I was left with the impression that TWC only does things that are convenient for TWC and totally disregards the concerns, inconveniences, and issues caused by their own failures concerning their customers.
Here lately it seems TWC is doing all they can not to services their accounts. You call they troubleshoot over the phone and if it can't be resolved they will have someone else call you. If they can't resolve it an appointment is set and in the interim they blow up your phone with calls trying to get out of making the service call. When the tech. arrives if it is not an inside issue another tech has to scheduled for outside work and they delays continue.
What has happened to old fashioned customer service?

For the amount of money we pay time warner for cable, the quality of the signal on most channels is unacceptable. The screen freezes. The sound crackles. This happens on a daily basis. We called tonight and we're disconnected before we could talk with anyone... we have called in the past and they refresh the signal, but it only fixes it temporarily...

I chatted with someone regarding a military discount. I was told by him I could receive a military discount on my TWC account, but I needed to go to my local TWC office and show them my military ID. I waited over 30 minutes to speak to the 1 customer service person in the office. Of course when I finally got to talk to her, she told me I was given bad information. The person I chatted with also told me he would notate the information in my account so I would have an easier time when I went to the office. Again he lied. Nothing was noted in my account. Why is someone providing customer service in the chat if he has no idea what he's taking about?
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